Review Time
I also submitted this review on the A.T. Cross website, but it was not published.
I’ve been working with A.T. Cross customer service for over two months regarding a defective fountain pen (leaking, scratchy nib, and inconsistent ink flow).
During that time, I:
-Provided multiple sets of photos and videos
-Followed all troubleshooting steps requested
-Waited weeks for a replacement converter, which did not resolve the issue
The pen still writes briefly before drying out, and ink flow remains unreliable.
Communication has now stopped entirely. My most recent follow-up requesting resolution has received to response.
After more than two months I am still without a working product or a meaningful resolution. Given the reputation of the brand, this experience is particularly disappointing.
I also submitted this review on the A.T. Cross website, but it was not published. I’ve been working with A.T. Cross customer service for over two months regarding a defective fountain pen (leaking, scratchy nib, and inconsistent ink flow).During that time, I:-Provided multiple sets of photos and videos-Followed all troubleshooting steps requested-Waited weeks for a replacement converter, which did not resolve the issueThe pen still writes briefly before drying out, and ink flow remains unreliable.Communication has now stopped entirely. My most recent follow-up requesting resolution has received to response. After more than two months I am still without a working product or a meaningful resolution. Given the reputation of the brand, this experience is particularly disappointing.
AT Cross doesn't stand by what they say in their emails. I ordered an expensive pen for my dentist and I called 2 days after I made the order, to make an adjustment. I was told they couldn't do anything about it, since the order has already been sent out and it would take 2 weeks to complete. It has been over 2 weeks since I placed my order, thereby giving them plenty of time to make the adjustment in urgently needed. DO NOT SPEND YOUR MONEY ON THIS COMPANY!!!
Thier pen construction is not worth the cost. This is amplified by the severe lack of customer support they offer. After owning many cross pens across thier lines of Townsend, Peerless to century II, and ballpoint, rollerball and even 8 fountain pens, I’m finished. There are much higher quality for the same price point they offer.
Ordered a pen for a Christmas gift. The pen was ordered on 30th of November for Christmas which is a reasonable delay. We're the 14th of Jan and still no sign of the pen, the tracking says it has been shipped and that's it. Customer service provided no help, I managed to get one person over the phone who gave me zero information or help. Not buying a single thing from Cross ever again.
Customer service chased us for payment several times even though we had paid. submitted proof of payment. Have emailed several times since to check all is ok. No response whatsoever. Especially as they said they had put our account on hold until payment was received. Will not be buying from them again. Terrible customer service.
Used to be a great company but now the quality is terrible. Had pens for 30 years.Just got 2 new pens both were faulty and they make you pay $20 for inspection under warranty and pay for postage.Avoid and buy your pens elsewhere.
This company deserves its poor reviews. I ordered a pen with initials engraved on it. It arrived without the engraving which was the whole point as it is a special birthday present! I have tried telephoning, emailing, contacting customer service to no avail. I will have to buy another pen from a different supplier and get it engraved. What a waste of money! Never use this company - buy its products elsewhere.
Solid pen, best value, 2 years now same penI have had and tested rather a few, unlike most modern humans, I still write daily. And on occasion i have vented some frustration with the pen in hand.. let me say its durable. Ink lasts very long. Great design and weight/feel. No need for all the bad reviews, the value and build is excellent.
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Since our earliest days, Cross has rewritten the rules for putting pen to paper. We are a global leader in the fine writing industry, proud to build upon our legacy with premier pens and accessories for customers in 140 countries around the world.
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